Page 2 - EdConnect10.2016

Insider: CustomerCareAddressesParent,Student,StaffInquiries
With the recent closing of three area o ces,
BPS created the customer care center (CCC). The CCC is physically located at the Educational
Services Facility in Viera, but is designed to support all 82 schools and the District’s departments and ancillary services. This month, edConnect caught up with Linda Piccolella, principal on assignment, who manages the CCC.
1. What is the Customer Care Center?
BPS’ new organizational plan includes creating a system-wide response protocol to be used consistently throughout
the District. The CCC is sta ed by knowledgeable and experienced problem- solvers who work to respond to inquiries and concerns. Our customer service personnel help to assist the public by clarifying information, providing resources, transferring questions to appropriate personnel, and working to resolve concerns. In addition, our department processes transcripts and public records requests. Our goal is to consistently meet the needs of our customers—students, parents, co-workers, and the community.
2. What sort of inquiries do
you receive at the CCC?
Our representatives document the nature of all inquiries. Questions can range
from “Where should I send my child to school” to “How do I nd out about the district’s bullying policy?”In addition to our switchboard operation, we greet visitors to the district o ces, direct them to training locations, badge and sign in guests, and provide resources and information. The addition of the administrative leadership position in the CCC allows for a problem solving element to our services. We
are able to network among various departments, supervisory personnel, and the schools to determine the best problem- solving approach to issues that are brought to our attention.
3. How does an inquiry to the CCC work?
Contacting the CCC is easy. Our number is 321-633-1000. Our CCC representatives are equipped to answer many questions or refer our customers
If someone calls with a school-based
issue, one of our representatives will complete a referral ticket with a reference number. The representative will ask basic information about the who, what, where, why, and how of the issue and if the representative believes the issue needs some investigation, we give the customer a timeframe for a return follow up contact.
If it is a school-based issue, I will contact the school administration and gather further information so I can better assist the customer. If the issue is related
to a district department, I will gather information from the appropriate personnel at the district o ces.
4. What skill set do you bring to handling inquiries at the CCC?
My role as a principal on assignment is to launch our new processes and design appropriate and e ective training for our sta at the CCC and at our schools.
My many years
as a school administrator have provided me with a wealth of institutional knowledge and problem solving experience.
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Debra Foley, editor
at 321-633-1000 x529 or Foley.Debra@brevardschools.org
5. What is on the horizon for the CCC?
I am excited for the future of new protocols that will eventually lead to a consistent communication tool for our district. With improved technology, we will be able to track our progress and our e ectiveness with problem-solving and communication. I am hopeful that we will be able to monitor data and use it to allow us to
see where we need to direct our energy and attention for improved service to our customers. World class customer care is on the horizon for Brevard Public Schools.
Linda Piccolella Experience:
Nearly 35 years with Brevard Public Schools
Chairman English Department— Palm Bay High School
Assistant Principal for Curriculum— Central Junior High School
Principal—
Riviera Elementary School
B.A. degree in English, University of Vermont
M.S. degree in Educational Leadership, Nova Southeastern University
to an appropriate resource. We are often able to direct our customers to the Brevardschools.org website to nd our districts’ policies and procedures, calendar information, district directory, and more.
edConnect is a publication of Brevard Public Schools.
Superintendent
Desmond K. Blackburn, Ph.D.
2
School Board Members
Chairman: Andrew J. Ziegler, District 5 Vice Chairman: Misty Belford, District 1 John Craig, District 2
Amy Kneessy, District 3
Karen Henderson, District 4
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Assistant Superintendent: : Michelle Irwin
Editor: Debra Foley
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Brevard Public Schools
Educational Services Facility
2700 Judge Fran Jamieson Way | Viera, FL 32940-6601
321-633-1000
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Volume V, Issue 2